Refund Policy
At KOCH MARKETPLACE, we want you to be fully satisfied with your purchase. If you are not happy with your order, please review our refund policy below.
1. Eligibility for Refunds
We offer refunds for the following cases:
✔ Damaged or defective items – Must be reported within 48 hours of delivery.
✔ Incorrect items received – Contact us immediately for resolution.
✔ Missing items – Let us know if your order is incomplete.
Refunds are not available for opened, used, or perishable items (such as food products) unless they arrive damaged or defective.
2. How to Request a Refund
📌 Step 1: Contact our support team at help@kochuae.com within 48 hours of receiving your order.
📌 Step 2: Provide your order number, details of the issue, and clear photos (if applicable).
📌 Step 3: Our team will review your request and respond within 3 business days.
3. Refund Processing
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Approved refunds will be processed within 5-7 business days to your original payment method.
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Refund timelines may vary depending on your bank or payment provider.
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If a replacement is preferred, we will arrange a new shipment instead of a refund.
4. Exchanges & Store Credit
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If you prefer, we can exchange your item or issue store credit instead of a refund.
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Exchanges depend on product availability.
5. Non-Refundable Items
❌ Perishable items (food & beverages) unless damaged.
❌ Opened or used products.
❌ Sale or clearance items.
❌ Orders with incorrect addresses provided by the customer.
6. Need Help?
For any refund or order-related concerns, contact us at: help@kochuae.com
We appreciate your trust in KOCH MARKETPLACE! 💛